I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...

This post was originally published and shared on CCW Digital on February 19, 2020. The following is an abbreviated excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Journey...

Today’s post is a collaboration by this great team: Ingrid Lindberg and Annette Franz,CCXP, with insights from CX leaders who’ve lived it! You’ll find this post on Ingrid’s site, as well. In 2008, Ingrid Lindberg was in a newly formed role...

Today I’m pleased to share another guest post by Paul Laughlin of Customer Insight Leader. This post originally appeared on his blog earlier this year. Paul and I had a great conversation about this very topic – how to be productive when working from home...

I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway. There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is...

I’m pleased to share another guest post by Lexie Lu of Design Roast. Keeping a positive customer experience (CX) in the middle of the COVID-19 pandemic may require thinking outside the box a bit. Fear and worry drive many people during difficult times. No matter...